Call Center Training Proposal by xqu18089

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									                                              Instructions
This quote tool allows you to quickly create a full Proposal for the 3Com exchange Call Center
software. The proposal includes the software, installation, and extended warranty services.

Step 1: Go to the Step 1 SW tab
 - Enter the customer information and your information.
 - Enter the number of agents, full supervisors, monitor only supervisors and then the other optional
licenses.

Step 2: Go to the Step 2 Service tab
- Select the extended warranty service level.

Step 3: Go to the Step 3 Installation tab
- Select the installation option for this customer.

Step 4: Review the Summary Quote tab

Step 5: Review the BOM tab

Step 6: Go to the Proposal tab
 - Enter the Prepared by and date information.
 - Enter the Customer requirements summary.
 - Enter the Project Manager and Installer.
 - Either print this file or to create a file for easy emailing, click on the button at the top right hand side
of the page.

Step 7: Go to the newly created file
- Clean up the format by selecting the rows where you want breaks and select Insert, Page Break.
- Save the file using the customer name in the file name.
                       3Com eXchange Call Center Professional Service Quote Tool
           Customer Name
                 Address
                 Address
                      City
                     State
                      ZIP
            Contact Name

    Partner Company Name
                  Address
                  Address
                       City
                      State
                       ZIP
             Contact Name

                              Enter the number of Agents
                              Enter the number of Full Privileged Supervisors
                              Enter the number of Monitor-only Supervisors

Product Part Numbers
3C10380          eXchange Call Center Base Package (includes 10 Agents and 1 Full Supervisor)
3C10381          eXchange Agent Inbound Voice Licenses (In groups of 5 agents)
3C10382          eXchange Visor License (Full supervisor privileges)
3C10383          eXchange Visor-Monitor Only (Read only supervisor privileges)
3C10384          Agent Board License
3C10385          Wall Board License
3C10386          Formula Editor License
3C10387          WRM Connectivity License
                                                                                                Total Software
e Quote Tool




               See the PA web site for
                product information.




                                Extended
         Quantity Unit Price      Price
           1       $5,500           $5,500
           0       $2,500               $0
           0       $4,750               $0
           0       $1,800               $0
                    $500                $0
                    $500                $0
                    $500                $0
                    $500                $0
       Total Software Price         $5,500
                             Select an Extended Warranty Service

                                                                   Extended
 Software                                                Service    Service      Service Part   Quantity
Part Number                                             List Price List Price      Number       to Order
 3C10380      eXchange Call Center Base Package               $625       $625    3CS-EXP-12E        1
 3C10381      eXchange Agent Inbound Voice Licenses             $0          $0                      0
 3C10382      eXchange Visor License                            $0          $0                      0
 3C10383      eXchange Visor-Monitor Only                       $0          $0                      0
 3C10384      Agent Board License                               $0          $0                      0
 3C10385      Wall Board License                                $0          $0                      0
 3C10386      Formula Editor License                            $0          $0                      0
 3C10387      WRM Connectivity License                          $0          $0                      0

                                        Total Maintenance Service        $625

Express 8x5xNBD

              8x5 Phone support and software upgrades
  Select an Installation Option


                                                                 Total List      Service Part
                                                  Total Agents     Price           Number
Option 1:
eXchange Base Software Plus On-site Install and
                                                       0            $0           3CS-PS-01E
Configuration of eXchange Server Software Plus
Administrator Training
Option 2:
eXchange Base Software Plus On-site Install and
                                                       0            $0           3CS-PS-01E
Configuration of eXchange Server and Agent
Software Plus Administrator and Agent Training


                                                                                  These installation prices apply to
                                                                                   customers within 75 miles of the
                                                                              locations listed below. A travel charge
                                                                                be added for customers outside of 7
                                                                                                 miles.

                                                                              City
                                                                              Mission Viejo
                                                                              Albuquerque
                                                                              Mesa
                                                                              Fairfax
                                                                              Apple Valley
                                                                              Superior
                                                                              New York
                                                                              Hatfield
                                                                              Tampa
                                                                              Atlanta
                                                                              Cary
              List Price   Quantity


                 $100          0




                 $100          0




ese installation prices apply to
stomers within 75 miles of the
 s listed below. A travel charge will
 ded for customers outside of 75
            miles.

             State         Zip
             CA            92691
             NM            87110
             AZ            85202
             IA            52228
             MN            55124
             CO            80027
             NY            10121
             PA            19440
             FL            33619
             GA            30324
             NC            27511
                                                                                  Extended
Part Number    Description                                    Quantity Unit Price   Price
   3C10380     eXchange Call Center Base Package                 1      $5,500       $5,500
   3C10381     eXchange Agent Inbound Voice Licenses             0      $2,500            $0
   3C10382     eXchange Visor License                            0      $4,750            $0
   3C10383     eXchange Visor-Monitor Only                       0      $1,800            $0
   3C10384     Agent Board License                               0       $500             $0
   3C10385     Wall Board License                                0       $500             $0
  3C10386      Formula Editor License                            0       $500             $0
   3C10387     WRM Connectivity License                          0       $500             $0
                                      Total Software Price                           $5,500

Total Agents   10


Maintenance    Express 8x5xNBD: 8x5 Phone support and software upgrades                 $625


Installation   On-site Server Software and Agent Software Install                         $0


                                                                    Total Solution   $6,125
Software
                                                                                       Extended
 QTY     Part Number   Description                                          List Price List Price
  1      3C10380                                                                $5,500      $5,500
                       eXchange Call Center Base Package (includes 10 Agents and 1 Full Supervisor)
  0      3C10381                                                                $2,500
                       eXchange Agent Inbound Voice Licenses (In groups of 5 agents)            $0
  0      3C10382       eXchange Visor License (Full supervisor privileges)      $4,750          $0
  0      3C10383                                                                $1,800
                       eXchange Visor-Monitor Only (Read only supervisor privileges)            $0
  0      3C10384       Agent Board License                                        $500          $0
  0      3C10385       Wall Board License                                         $500          $0
  0      3C10386       Formula Editor License                                     $500          $0
  0      3C10387       WRM Connectivity License                                   $500          $0

Maintenance
   1    3CS-EXP-12E    Express 8x5xNBD                                          $625        $625
   0                                                                              $0          $0
   0                                                                              $0          $0
   0                                                                              $0          $0
   0                                                                              $0          $0
   0                                                                              $0          $0
   0                                                                              $0          $0
   0                                                                              $0          $0

Installation
   0     3CS-PS-01E    On-site Server Software and Agent Software Install       $100          $0
3Com eXchange
   Proposal
     For




   Prepared by:
       Date:
                                       Customer Requirements


The project will include the following:
On-site Server Software and Agent Software Install of a 10 Agent eXchange Call Center.


3Com Contact Information
  Project Manager:

  On-Site Installer:



                                            Project Description

Project Management

The Project Manager will coordinate all activities involved with the 3Com eXchange installation. This includes the creation
and management of a project timeline.

Pre-Installation System Design

3Com will work closely with the customer to collect all of the relevant data required to complete a detailed Statement of
Work. Based on the need to hold multiple meetings at different times, the preferred method for these customer meetings will
be by conference call with WebEx sessions as needed.

Detailed Statement of Work

Once the data gathering stage has been completed, 3Com will create a detailed statement of work describing the solution
that will be installed. The statement of work will be reviewed with Customer and modified as necessary to meet Customer’s
requirements. Both parties will sign the Statement of Work.

Project Timeline

After the completion of the statement of work, 3Com will work with Customer to define a timeline for the project. Both 3Com
and Customer will have actions to complete along the timeline. The Project Manager has the responsibility to track progress
of the actions and to adjust and communicate the timeline as needed.

Off-site Integration

At a 3Com location, an engineer will configure a software image based on the call flow defined in the Statement of Work.
This image will be loaded on the server installed at the customer site during the installation.

Server Installation

Prior to 3Com’s arrival on-site, Customer will install and network one server for the 3Com eXchange. The server will meet the
hardware and software specifications provided by 3Com. 3Com will be given remote access through Customer ’s firewall so
that an audit of the systems can be performed prior to the installation. Customer is responsible for acquiring and installing
Timbuktu on the server to provide remote control capabilities.
Remote Access Options

There are three methods that can be used to provide 3Com with remote access to the call center server.

1. Public IP Address for Server
2. VPN Client
3. Network Address Translation(NAT) behind Firewall

Option 1) This is the least preferred, since it opens the server to anyone with Internet access and becomes subject to viruses
and hacking.

Option 2) is preferable since the Client controls access to his network through authentication, when successful, 3Com then
has Timbuktu access to the Private IP range where the EPIC Server and NBX resides. 3Com can support either Microsoft
VPN or Cisco VPN Client/Server applications.

MicroSoft Reference links:
http://www.microsoft.com/windows2000/docs/VPNoverview.doc
http://www.microsoft.com/windows2000/docs/vpndeploy.doc


Option 3) The second choice however, access through the Firewall would require the Client to be knowledgeable in
configuring the TCP/UDP ports for transit through to the Private IP range.


Call Prompt Scripting and Recording

Customer will be responsible for the scripting and Wav file recording of the prompts defined in the Statement of Work.


Installation

On-site Server Software and Agent Software Install

A 3Com system engineer will arrive on-site to install the 3Com eXchange application on the Customer’s server. Once the
application is loaded on the server, the files created at 3Com’s labs will be loaded. The engineer will modify and test the
system for conformance to the Statement of Work. The Customer will be responsible for creating any customized reports
once the Administrator(s) have been trained.

The 3Com engineer will install the 3Com eXchange Agent software on the Agent PCs that the Customer identifies. Each PC
will be tested to ensure that communication with the 3Com eXchange server has been established. If required, the Customer
is resposible for the upgrade their PCs to the eXchange hardware and software specification.

The system will be installed with temporary recordings for the prompts defined in the Statement of Work. 3Com will assist the
Customer in the replacement of the temporary files with the files scripted and recorded by the Customer.

A 3Com eXchange Administrator training session for up to 10 individuals will be provided at the Customer's
facility. The training will be performed using the newly installed 3Com eXchange system. At the end of the training,
the Administrator(s) will have the skills needed to perform all Administrator functions and the ability to create
custom reports. The training will be delivered by an on-site trainer and/or a remote trainer via WebEx.

One 3Com eXchange Agent training session will be provided at the Customer's facility for each group of 20 agents.
The training will be performed using the newly installed 3Com eXchange system. At the end of the
training, the Agents will have the skills necessary to operate the 3Com NBX phone using the 3Com
eXchange Agent software.

Customer Acceptance
A demonstration of the installed system will be provided to the Customer. If the testing of the system is in conformance with
Statement of Work, Customer management will sign off on the Statement of Work and the 3Com Field Service Request form
signifying that the installation is complete.

3Com is available for assistance with modifications to the system beyond the Statement or Work at the then current prices.



Ongoing Maintenance
At the completion of the installation, Customer will be provided with their unique access code and instructions for contacting
3Com’s technical support center for assistance. The Customer access code will be required at the start of any technical
support interaction to enable quick access the engineers.

The following service will begin at the completion of the installation:

Express 8x5xNBD

8x5 Phone support and software upgrades



Summary of Customer Responsibilities
On-Site Server and Agent PC Software Installation:
· Server procurement and installation onto the network.
· Establishing remote access to the server for 3Com.
· Assistance in the collection of data for the design of the system.
· Review of the Statement of Work.
· Scripting of the prompts defined in the Statement of Work.
· Recording of the WAV files for the prompts.
· Review and sign-off at the completion of installation.
                         Hardware and Software Requirements

                         Basic System - Up to 20 Agents
                        Category                                        Description
Pentium III Processor (Server)
Additional Processor                              As required
Memory                                            See 3Com eXchange Hardware Requirements
1st Hard Drive (All drives must match for RAID)   20GB 7.2K RPM IDE
Diskette Drive                                    3.5 In, 1.44MB Floppy Drive
CD ROM                                            Required
Keyboard                                          Standard Windows Keyboard
Monitor                                           Required
Mouse                                             Required
First Network Adapter                             Required (TCP/IP)
Second Network Adapter                            Required(TCP/IP)
Serial Port #1                                    Required
Serial Port #2                                    Optional (Customer suppplied Wall Board)
USB                                               Required (license Dongle)
Sound Card                                        NBX Based Systems ONLY
External Modem                                    Required 56K
Operating System                                  Windows 2000 Server (4GB System partition)
Remote Support Application                        Timbuktu Pro
Anti-Virus Protection                             Any Commercially Available Software


                      Mid Level System - 20 to 50 Agents
                        Category                                        Description
Pentium III Processor (Server)
Additional Processor                              As required
Memory                                            See 3Com eXchange Hardware Requirements
1st Hard Drive (All drives must match for RAID)   18GB,U160,SCSI, 1 IN, 10K HD
2nd Hard Drive(All drives must match for RAID)    18GB,U160,SCSI, 1 IN, 10K RPM HDD
Hard Drive Redundancy                             Drives attached to PERC3-DI, RAID 5
Diskette Drive                                    3.5 In, 1.44MB Floppy Drive
CD ROM                                            Required
Keyboard                                          Standard Windows Keyboard
Monitor                                           Required
Mouse                                             Required
First Network Adapter                             Required (TCP/IP)
Second Network Adapter                            Required(TCP/IP)
Serial Port #1                                    Required
Serial Port #2                                    Optional (Customer suppplied Wall Board)
USB                                               Required (license Dongle)
Sound Card                                        NBX Based Systems ONLY
External Modem                                    Required 56K
Operating System                                  Windows 2000 Server (4GB System partition)
Remote Support Application                        Timbuktu Pro
Anti-Virus Protection                             Any Commercially Available Software




                    Advanced System - 51 to 128 Agents
                        Category                                                   Description
Pentium III Processor (Server)
Additional Processor                                       As required
Memory                                                     See 3Com eXchange Hardware Requirements
1st Hard Drive (All drives must match for RAID)            18GB,U160,SCSI, 1 IN, 10K HD
2nd Hard Drive(All drives must match for RAID)             18GB,U160,SCSI, 1 IN, 10K RPM HDD
3rd Hard Drive(All drives must match for RAID)             18GB,U160,SCSI, 1 IN, 10K RPM HDD
Hard Drive Redundancy                                      Drives attached to PERC3-DI, RAID 5
Back Plane                                                 1X6 Hot-Pluggable HDD Backplane
Diskette Drive                                             3.5 In, 1.44MB Floppy Drive
CD ROM                                                     Required
Keyboard                                                   Standard Windows Keyboard
Monitor                                                    Required
Mouse                                                      Required
First Network Adapter                                      Required (TCP/IP)
Second Network Adapter                                     Required(TCP/IP)
Serial Port #1                                             Required
Serial Port #2                                             Optional (Customer suppplied Wall Board)
USB                                                        Required (license Dongle)
Sound Card                                                 NBX Based Systems ONLY
Power supply Kit                                           Redundant Power supply 2+1
External Modem                                             Required 56K
Operating System                                           Windows 2000 Server (4GB System partition)
Remote Support Application                                 Timbuktu Pro
Anti-Virus Protection                                      Any Commercially Available Software



Computing Resource Requirements

                                 Agents                      Minimum CPU         Minimum          Computer Type
                                 1 to 19                          500              950                  Server
                                 20 to 50                         650              950                  Server
                                50 to 100                         900              950                  Server
                                Up to 128                        1000              1100                 Server



The following table details the additional resources required for TAPI /WAVports. Based on 3Com’s requirements for Media
Driver resources, we must add for each TAPI/WAV port 25 MHZ of CPU frequency and 1.1 MB RAM.

                           Number of Ports                    CPU (MHz)         RAM (MB)

                                    1                              25               1.1
                                    2                              50               2.2
                                    4                              100              4.4
                                    8                              200              8.8
                                   16                              400             17.6
                                   32                              800             35.2
                                   64                             1600             70.4
                                   128                            3200             140.8
                                                Quote Summary

Part Number    Description                                      Quantity    Unit Price      Extended Price
3C10380        eXchange Call Center Base Package                   1             $5,500                   $5,500




               Total Software Price                                                                      $5,500




Maintenance    Express 8x5xNBD: 8x5 Phone support and software upgrades                                    $625

Installation   On-site Server Software and Agent Software Install                                            $0

                                                                           Total Solution                $6,125
                             Bill of Materials
Software
    QTY        Part Number             Description       List Price   Extended List Price
                                      eXchange Call
                                       Center Base
     1         3C10380              Package (includes        $5,500                   $5,500
                                     10 Agents and 1
                                     Full Supervisor)




Maintenance
     1         3CS-EXP-12E          Express 8x5xNBD            $625                     $625




Installation

                                      On-site Server
                                    Software and Agent
               3CS-PS-01E             Software Install         $100
                      Signature Page


Customer Signature:


Reseller Signature:


3Com Signature:

								
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